Use case · Order status
Reduce WISMO questions with automated order status
The most asked question in e-commerce, and the dullest to answer. Cuego finds the order, reads the track & trace and gives the customer a current update right away, day and night.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
No question comes up as often as 'where's my parcel'. The answer is almost always the same: look it up in your shop, check the track & trace, relay the status. Simple, but it happens hundreds of times a month and keeps your team away from the conversations that truly matter.
Cuego answers this question itself. Cuego recognizes the customer, finds the order, reads the fulfilment status and track & trace and gives a concrete answer right away, including expected delivery. No queue, no office hours: the customer knows where they stand immediately.
The situation
Why the same delivery question keeps returning
Half your inbox is 'where's my order', while the answer is one glance at the track & trace away.
Customers email evenings and weekends, but only get an answer the next business day, and email again in the meantime.
Your team jumps constantly between shop, carrier page and inbox for an answer that doesn't really need a human.
What comes with it
Works with your shop and carrier
Cuego pulls order and shipping data straight from your webshop and your carriers, so every answer is current.
Your systems keep doing their work. Cuego pulls the information in the moment a customer calls or emails about it.
Webshop platforms
Shopify, WooCommerce, Lightspeed
Carriers
PostNL, DHL, DPD
Shipping software
Sendcloud
How it works in practice
With that context in place, this is what the next step looks like.
Links the question to the order
Cuego recognizes it's an order status question and links it to the right customer and order.
Reads the track & trace
Cuego reads the fulfilment status and track & trace and composes a clear answer with the current situation and expected delivery.
Answers right away, day and night
The customer gets an answer right away, including outside office hours. If something is wrong with the shipment, Cuego brings in a colleague.
What Cuego does with order status
Auto-find the order
Cuego recognizes the customer and links the question to the right order, without anyone looking up an order number.
Read track & trace
Cuego reads the shipping status at your carrier and turns it into an understandable answer for the customer.
Include expected delivery
Not just 'in transit', but a concrete expectation, so the customer doesn't have to ask again.
24/7 and in any language
Answers day and night, in the customer's language, so international customers are helped immediately too.
Escalate problems
If a parcel is lost or delayed beyond norm, Cuego recognizes that and brings in a human with full context.
Fewer repeat emails
Because the answer is complete right away, customers don't email three times about the same order.
From context to result
What it delivers
What bringing context and action together means in practice.
Cuego pulls the order from your webshop and reads the fulfilment status and the track-and-trace. That becomes one answer: where the parcel is, when it arrives and what the customer can do now. At three in the morning too.
Without the email address on the order, Cuego shares no order details.
Order plus track and trace
where the parcel is, when it arrives and what the customer can do now
Verified by email address
without the order's address Cuego shares nothing
At three in the morning too
the question doesn't wait for office hours
FAQ
Frequently asked questions
Cuego recognizes the customer by email address and links the question to the matching order. If there are several, Cuego asks which order the customer means.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
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Everything around your customer. Together.
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